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Customer Service Agreement

Customer Service Agreement Template for Belgium

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Key Requirements PROMPT example:

Customer Service Agreement

"I need a Customer Service Agreement for my SaaS company based in Brussels, providing 24/7 technical support services to Belgian corporate clients, with specific provisions for data protection and service level commitments."

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Document background
The Customer Service Agreement serves as a foundational document for businesses operating in Belgium that provide customer service functions, whether as their primary business or as part of their broader operations. This agreement is essential when establishing a formal service relationship with customers and needs to comply with Belgian civil law, consumer protection regulations, and EU directives, particularly regarding data protection and consumer rights. It's commonly used when implementing new service relationships, updating existing service terms, or standardizing service delivery processes. The document typically includes comprehensive details about service scope, performance standards, data handling procedures, pricing structures, and dispute resolution mechanisms, all tailored to meet Belgian legal requirements and market practices.
Suggested Sections

1. Parties: Identification of the service provider and customer, including full legal names, addresses, and registration details

2. Background: Context of the agreement and brief description of the services to be provided

3. Definitions: Definitions of key terms used throughout the agreement

4. Scope of Services: Detailed description of the services to be provided, including service standards and deliverables

5. Service Provider Obligations: Key responsibilities and commitments of the service provider

6. Customer Obligations: Requirements and responsibilities of the customer

7. Data Protection and Privacy: GDPR compliance provisions and data handling procedures

8. Service Levels: Specific performance metrics and service level commitments

9. Fees and Payment: Pricing, payment terms, and billing procedures

10. Term and Termination: Duration of the agreement and conditions for termination

11. Liability and Indemnification: Limitations of liability and indemnification provisions

12. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

13. Confidentiality: Protection of confidential information

14. Dispute Resolution: Procedures for resolving disputes under Belgian law

15. General Provisions: Standard legal provisions including notices, assignment, and entire agreement

Optional Sections

1. Service Credits: Used when specific financial compensation is offered for service level failures

2. Intellectual Property Rights: Include when services involve creation or use of intellectual property

3. Customer Support Hours: Required when support hours differ from standard business hours

4. Emergency Support: Include for services requiring 24/7 or emergency support options

5. Training and Documentation: Necessary when service includes training or documentation deliverables

6. Transition Services: Include when complex service initiation or termination processes are required

7. Third-Party Services: Required when subcontractors or third-party services are involved

8. Insurance Requirements: Include for high-risk services or when specific insurance coverage is required

Suggested Schedules

1. Schedule 1 - Service Level Agreement (SLA): Detailed service levels, measurement methods, and reporting requirements

2. Schedule 2 - Fee Schedule: Detailed breakdown of fees, pricing structure, and payment terms

3. Schedule 3 - Technical Requirements: Technical specifications and requirements for service delivery

4. Schedule 4 - Data Processing Agreement: Detailed GDPR-compliant data processing terms and procedures

5. Schedule 5 - Support Procedures: Detailed support processes, escalation procedures, and contact information

6. Appendix A - Service Description: Detailed description of each service component and deliverable

7. Appendix B - Change Request Form: Template for requesting changes to services or service levels

8. Appendix C - Security Requirements: Security protocols and requirements for service delivery

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Applicable Law
Business Day
Business Hours
Charges
Confidential Information
Customer
Customer Data
Customer Personal Data
Data Protection Laws
Effective Date
Emergency Support
Force Majeure Event
GDPR
Intellectual Property Rights
Key Performance Indicators
Material Breach
Normal Business Hours
Notice
Personal Data
Personnel
Priority Levels
Response Time
Service Credits
Service Hours
Service Level Agreement
Service Level Failure
Service Provider
Services
Support Request
Support Services
Term
Territory
Third Party Provider
Working Hours
Clauses
Definitions
Services Scope
Service Levels
Performance Standards
Data Protection
Confidentiality
Payment Terms
Service Credits
Customer Obligations
Provider Obligations
Intellectual Property
Warranties
Liability
Indemnification
Force Majeure
Term and Termination
Dispute Resolution
Governing Law
Assignment
Subcontracting
Insurance
Audit Rights
Notice
Amendment
Entire Agreement
Severability
Language Requirements
Customer Support
Quality Assurance
Reporting
Business Continuity
Security Requirements
Compliance with Laws
Relevant Industries

Retail

Technology Services

Professional Services

Telecommunications

Financial Services

Healthcare Services

Hospitality

E-commerce

Software as a Service

Consulting Services

Customer Support Services

Educational Services

Relevant Teams

Legal

Customer Service

Operations

Compliance

Quality Assurance

Account Management

Risk Management

Business Development

Contract Administration

Data Protection

Relevant Roles

Customer Service Manager

Contract Manager

Legal Counsel

Compliance Officer

Operations Director

Service Delivery Manager

Account Manager

Quality Assurance Manager

Customer Experience Director

Business Development Manager

Risk Manager

Data Protection Officer

Industries
Belgian Civil Code (Code civil/Burgerlijk Wetboek): Fundamental law governing contracts, including formation, validity, and enforcement of agreements in Belgium
Book VI of the Belgian Code of Economic Law: Contains provisions on market practices and consumer protection, including rules on unfair terms in consumer contracts
EU General Data Protection Regulation (GDPR): Regulates the processing of personal data and imposes obligations regarding data protection and privacy
Belgian Language Decree: Regulates the use of languages in business documents and customer relationships depending on the region (Flanders, Wallonia, or Brussels-Capital)
Book XII of the Belgian Code of Economic Law: Covers electronic commerce and includes provisions on information requirements for service providers
EU Consumer Rights Directive (implemented in Belgian law): Provides rules on consumer information, right of withdrawal, and other consumer protection measures
Belgian Act on Market Practices and Consumer Protection: Specific provisions on fair trading practices and consumer protection in service agreements
Book III of the Belgian Code of Economic Law: Contains provisions on the freedom of establishment, service provision, and general obligations of businesses
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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